ExpressedEmpathyMade apaymentFCRDeescalatedupsetcustomerAuthenticationSuccessfullyCompleted/AcknowledgedRepresentativeasks customera connectionquestionFree!"Can Do"statementusedUsed Step-Up toPerform aHigh-riskRequestProvidedself-serviceoptions(OLB/MobileApp/ATM)Asked thecustomer aconnectionquestionCompleted atask withouthaving to callanotherdepartmentExhibited the"Welcoming"element ofMIPExhibited the"Thankful"element ofMIPRecap whatassistance hasbeen providedat the end ofthe callRepeatedthecustomer'sreason forcallingIssued areplacementcredit cardExpressedEmpathyMade apaymentFCRDeescalatedupsetcustomerAuthenticationSuccessfullyCompleted/AcknowledgedRepresentativeasks customera connectionquestionFree!"Can Do"statementusedUsed Step-Up toPerform aHigh-riskRequestProvidedself-serviceoptions(OLB/MobileApp/ATM)Asked thecustomer aconnectionquestionCompleted atask withouthaving to callanotherdepartmentExhibited the"Welcoming"element ofMIPExhibited the"Thankful"element ofMIPRecap whatassistance hasbeen providedat the end ofthe callRepeatedthecustomer'sreason forcallingIssued areplacementcredit card

Call Shadowing Bingo - Call List

(Print) Use this randomly generated list as your call list when playing the game. There is no need to say the BINGO column name. Place some kind of mark (like an X, a checkmark, a dot, tally mark, etc) on each cell as you announce it, to keep track. You can also cut out each item, place them in a bag and pull words from the bag.


1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
  1. Expressed Empathy
  2. Made a payment
  3. FCR
  4. Deescalated upset customer
  5. Authentication Successfully Completed/ Acknowledged
  6. Representative asks customer a connection question
  7. Free!
  8. "Can Do" statement used
  9. Used Step-Up to Perform a High-risk Request
  10. Provided self-service options (OLB/Mobile App/ATM)
  11. Asked the customer a connection question
  12. Completed a task without having to call another department
  13. Exhibited the "Welcoming" element of MIP
  14. Exhibited the "Thankful" element of MIP
  15. Recap what assistance has been provided at the end of the call
  16. Repeated the customer's reason for calling
  17. Issued a replacement credit card